Customer Support Executive

Job title: Customer Support Executive

Reports to: Team Leader -Call Center

Business unit: Healthcare

Department: Customer Support

Payroll Third Party: Randstad India

NOTE: Candidate Must have Product Experience.

Position Summery

Call center executive expected to be specialist in outbound calling and pitching up sales through call center & in collecting customer feedback.

Key Responsibilities

1. Managing large amounts of inbound and outbound calls in a timely manner. Manage call center KPIs Drop of ratio, Response time, repeat call ratio, call handling process customer satisfaction and executive quality score up to optimum level and look into the opportunities in area of improvement to further enhance overall customer satisfaction.

Follow communication scripts when handling different topics. Identify customer's needs, clarify

2. information, research every issue and provide solutions and/or alternatives Seize opportunities to upsell

products when they arise.

3. Build sustainable relationships and engage customers by taking the extra mile. Keep records of all conversations in our call center database in a comprehensible way. Meet personal/team qualitative and

quantitative targets

4. Improvise & prepare effective call center reports and MIS for efficient working and fill the gaps in operations and improve the efforts on challenging areas for overall improvement of customer satisfaction score CSAT and Maintains and improves quality results by adhering to QA standards and guidelines.

5. Execute happy calling and customer feedback survey to get the customer voice recorded and provide feedback to management to improve/change the processes in line with customer needs.

Specific Knowledge, Skills

Hands on experience in managing Customer support specially in dedicated outbound call center

Proficient in English, both written and verbal

Graduate

Knowledge of other languages is advantageous

Good knowledge of Microsoft Office (Word, Excel, PowerPoint)

Good typing speed up to 35-40 WPM. Customer Service orientation is required